English Quality Assurance Representative

Job Title:	English Quality Assurance Representative
Location:	United States, Wyoming
Category:	Customer Service/Support, Quality, Training/Instructor
Description:	Monitor inbound & Outbound calls to make sure they meet the company’s quality standards Provide needed coaching to agents to meet the desired quality procedures to achieve their KPIS Make test calls to agents to check if they will follow the quality procedures on the real calls when speaking to the customers Prepare needed reports on agents’ performance to highlight weakness and strength points over the calls Give recommendations for process improvements based on the customer experience and feedback Design quality rules and guidelines to achieve the highest performances with team managers Give quality sessions to agents to pinpoint points of improvement Conduct presentation & induction sessions to new hires Compile and track performance for teams and individuals
Qualifications:	English fluency in speaking , writing , reading and listening Excellent people management skills Team player Ability to prioritize and multitask on a daily basis Ability to work under pressure and within a changing environment Ability to listen to a large number of calls on daily basis to monitor agents’ performance Excellent communication and customer service skills Excellent call handling skills Monitor remote/side by side calls. Monitor unusual occurrences, report follow-up procedures, and report daily, monthly and year-to-date comparisons. Analyze customer complaints and bad ratings and set an action plan to update any quality basics that agents need to follow Analyze quality scores and share the insights along with the action plan to improve QA scores and process. Report the repeated offenders from Quality or complaints point of view. Prepare the audit plan and ensure it appropriately addresses the audit objectives. Creating the weekly and monthly presentation and delivering it on time to the operations and to the Management. Someone who is reliable and will be available when he says he will be available. Someone who enjoys being organized and doing things right the first time. Someone who can work and modify to ensure high levels of customer satisfaction. High sense of ownership, and responsibility to deliverables and tasks. Able to work independently and proactively in a fast-paced, high-growth environment. Highly proficient in computer, internet usage, and navigating seamlessly between multiple applications. This is a “working from home” job, so you must have your own laptop or PC with a stable internet connection. A noise cancellation headset is also required. You will be working from home so a quiet area is a must. Flexible to Rotational Shifts, and willing to work on weekends
Contact:	Apply

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